Social media is everywhere, a lot of people listen to it, and anybody can create it. If you want to thrive in this new online world, you need to have very positive relationships with your customers. They must have a reason to come to you rather than to jump online and look for somebody else to give their money to; give them a reason to stick with you.
At the same time, you want to be in a position to take advantage of the potential customers searching for a new company to work with. Develop a positive online presence of your own and make it user-friendly. Set up your site so that customers who are searching can answer a lot of their own questions. They will appreciate being able to get information 24/7, and you will be providing them with great customer service right from the start, without the need to have a live person available. Set up pages with videos, FAQs, applications people can download, and even an online community where people can discuss their needs with other customers.
Customers who come to your site should see a consistent company message and they should also end up in your customer relationship management system. This lets you track the needs and interests of potential customers, allowing you to help them more effectively. Your CRM provides all online prospects with seamless service by “remembering” important customer details.
Better still, when these people contact your company directly, everyone in your company has access to the same information. You can see what your customers are interested in, any problem areas or concerns, and other essential information about them. Your customers feel valued because you've made the effort to stay on top of their needs, and your team can work more effectively because they have access to this customer information, they’re all on the same page and they’re working together. It’s the perfect blending of technology and customer service, and you’ll have happy customers and get great reviews in social media.